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Assistant to CS Distro Lead

The leading BPO solutions provider in Leyte, Philippines, Virtual Staffing Solutions, offers a wide-ranging and comprehensive outsourcing solutions from call center services to back-office support, to highly complex data processing for SMEs and large corporations in the US and UK. 



Since its founding in 2018, the team has grown into a strong and competitive player in the BPO scene with over 1500+ employees and counting. Virtual Staffing has built its reputation of flexibility, quality, and industry excellence and has since brought its clients continual success in their business.

Job Overview:

The Assistant to the Distribution Manager will provide crucial support to the Distro Manager in ensuring efficient distribution of work and resources within the BPO operation. This role is instrumental in maintaining optimal workforce planning, scheduling, and monitoring to meet service level goals and operational efficiency.

Responsibilities:

1. Workforce Scheduling and Coordination:

  •    Assist the Workforce Manager in creating workforce schedules based on forecasted work volumes and agent availability
  •    Coordinate with clients, team leaders and supervisors to ensure smooth staffing arrangements and adherence to schedules
  •    Help manage shift changes and adjustments as needed to meet fluctuating demand
2. Real-Time Monitoring and Reporting:

  •    Support the Workforce Manager in real-time monitoring of call and task volumes, agent availability, and adherence to schedules
  •    Collaborate with relevant teams to address immediate staffing needs and ensure service level agreements are met
  •    Assist in preparing regular reports on workforce performance and provide insights for improvement
3. Data Analysis and Insights:

  •    Help analyze historical performance data to identify patterns and trends in call volume and workforce utilization
  •    Contribute to identifying areas for improvement in workforce planning and scheduling processes
  •    Assist in providing data-driven recommendations to optimize operational efficiency
4. Communication and Coordination:

  •    Facilitate effective communication between the Workforce Manager and team leaders/supervisors
  •    Assist in disseminating important information regarding scheduling changes, performance updates, and operational initiatives
  •    Coordinate training and coaching sessions for the workforce team as directed by the Workforce Manager
5. Administrative Support:

  •     Provide administrative support to the Workforce Manager, including maintaining records and documentation related to workforce     management
  •     Help organize meetings, take minutes, and follow up on action items as necessary
  •     Assist in managing workforce-related software and tools

Qualifications:

  • High school diploma or equivalent; additional education or relevant certifications are a plus
  • Strong organizational and multitasking abilities, with a keen attention to detail
  • Excellent communication skills to effectively interact with team members and stakeholders
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) is desirable
  • Ability to adapt to changing priorities and work under pressure in a fast-paced environment
Location
Ormoc City, Region 8
Job Type
Regular
Salary
Undisclosed